Returns

Wrong size, or not quite what you hoped for? Let us know within 30 days of your order arriving and we'll refund or exchange it.

The short version

  • Tell us within 30 days of delivery, then send the item back within 14 days of telling us.
  • Items must be unworn and in their original box, with anything that came with them (shoe trees, bags, dust bags).
  • UK orders with our £3 prepaid returns label: the label covers the postage back to us. It's available on items we send from our Devon shop.
  • Everything else: return postage is yours to pay, and so are any duties, taxes or customs fees.
  • Faulty goods: we cover the cost of everything.

Condition

Please try new shoes on indoors, on a carpet. We can refund in full for shoes that come back as we sent them: no creasing across the toe, no marks on the soles, and the shoe box undamaged and free of tape or labels. If an item comes back showing wear, we'll talk to you first. We'll either reduce the refund to reflect the loss in value, or send it back to you.

Return postage

  • UK, with a prepaid label: if you added the £3 returns label at checkout, it's in the box. Stick it on the parcel and drop it at a Post Office. There's nothing more to pay. Once used, the label isn't refundable. The label is only offered on items we send from our Devon shop, not on items sent directly by the maker.
  • UK, without a label: send the parcel by a tracked service at your own cost, and keep your proof of postage.
  • Outside the UK: send the parcel by a tracked service at your own cost. Mark the customs form "Returned goods" so it isn't charged import duty on its way back into the UK. If we're charged duty, VAT or a carrier fee on your return, we'll deduct it from your refund.

We can't be responsible for parcels lost on the way back to us, so please use a tracked service.

Delivery charges, duties and taxes

  • Delivery charges: if you return your whole order within 14 days of delivery, we'll also refund the standard delivery charge you paid. Otherwise delivery charges aren't refundable.
  • International orders sent from our shop in Devon: import duties and taxes are paid at checkout on your behalf. Taxes on the goods are refunded with the item where they can be reclaimed. Import duty, and any fees charged by carriers or customs, can't be refunded.
  • International orders sent directly from the maker: any import duty or local taxes charged when the parcel arrives are your responsibility, and we can't refund them.

Exchanges

Need a different size? Tell us when you get in touch and we'll put a pair aside for you. We'll send it out as soon as your return reaches us. UK exchanges are sent free of charge. For international exchanges, the delivery charge on the new pair is yours to pay.

Made to order

Made-to-order shoes, including Carlos Santos patina shoes finished in the shade you choose, are made specially for you. Anything made to your measurements is too. So we can't take these back for a change of mind or the wrong size. Please call or WhatsApp us before you order and we'll help you get the size right. If a made-to-order item is faulty, your rights are exactly the same as for anything else.

Faulty goods

If something isn't right with your item, contact us with a photo of the problem. Once we've confirmed the fault, we'll repair, replace or refund it, including the cost of sending it back. We'll usually send you a prepaid label.

Refunds

We process refunds within 5 working days of your parcel reaching us, back to your original payment method. Your bank may take a few more days to show it. Items paid for with a gift card are refunded to a gift card.

How to return

  1. Contact us with your order number, and tell us whether you'd like a refund or an exchange: sales@edwardandjames.co.uk, or call or WhatsApp +44 7468 872241.
  2. Repack the item in its original box, and put the box inside a mailing bag or outer carton.
  3. Send it to: PW Shoes Ltd (Returns), Unit A4, Webbers Yard, Dartington, Totnes, Devon TQ9 6JY, United Kingdom.

Your legal rights

This policy is in addition to your statutory rights, and doesn't affect them. If you're in the UK, your legal right to cancel an online order lasts 14 days from delivery. Our 30-day window covers that and gives you longer.